Customers come second

0060526564.01.MZZZZZZZ... employees come first. Back in 2002, I read an interesting book called The Customer Comes Second: Put Your People First and Watch 'em Kick Butt by Hal Rosenbluth and Diane Mcferrin Peters. The premise: If you take care of employees, they'll take better care of customers. SAS seems to be proof of this. Jim Davis, Senior Vice President and Chief Marketing Officer for SAS in Cary, NC, writes:
Satisfied employees stay longer, get better at their jobs, learn more about SAS products and the ways people use them, develop stronger relationships with our customers, and are ultimately better able to do the work that provides real value for our customers.

Read more in Fortune says SAS is the best company to work for in America.

What are you doing today to make front-line employees evangelists for the company and its products?

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.


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